Sanjay Hiranandani
October 25, 2017 06:08
The service levels at this store are just not Lululemon. I shop at Lululemon at stores around the country, and the one reason I buy a lot of it is despite the price is that they have an amazing quality guarantee, which is simply summarized on the corporate web site as "If our product doesn't perform for you, we'll take it back." Pretty much any Lululemon store, and I've been to several in NYC and around the country, take great pride in this quality guarantee, and will repair or replace an item for you. They've taken back items with tears, with stains, replaced broken buttons, cleaned items for me, hemmed them. While a small subset of the hundreds of items I've purchased have needed this, I have never had a problem with this, and most Lululemon Ambassadors have been happy to ensure that I'm satisfied. All except the ones at this particular location. Unless its something simple like a button or a tear at a seam, this store does not honor the quality guarantee. If you find yourself in a store outside of the area, in NYC, or anywhere else, odds are that they will treat you much better if you have an issue. If you don't travel outside much, call corporate customer service and they will take care of it by sending you a check for the cost of the item. Do anything but go to this store - they are simply either not customer focused enough, are led poorly and unempowered, or simply don't understand what "If our product doesn't perform for you, we'll take it back." means.